AccountId: 011433970860
ContactId: b714cb12-8c5a-4483-a818-d5618f5d959d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73970 ms
Total Talk Time (AGENT): 28117 ms
Total Talk Time (CUSTOMER): 41536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b714cb12-8c5a-4483-a818-d5618f5d959d_20250409T20:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes [PII], my name is [PII]. I'm with the BJC Medical Group in [PII] at Progress West, and I was needing to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help with eligibility and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 01897871.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you're calling to verify her eligibility and she shows effective. Thank you as of [PII] and this policy shows active for her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Good you too bye bye.
[AGENT][NEUTRAL] Bye bye.